NICE inContact CXone Reviews in May 2025: User Ratings, Pros & Cons

NICE inContact has been the best option for years

What do you like best? It is versatile and very easy to use. It makes training a breeze. What do you dislike? There is nothing about NICE inContact that I dislike. Whenever we have troubles it is easy to get help with. Recommendations to others considering the product: Have a designated employee for inContact so that they can really learn all the ins and outs. There is so much that you can do that it is worth spending all day learning. Also spend the money to have weekly ...

Power Contact Center Solution, Bit of a Learning Curve

What do you like best? InContact's tools for customizing your inbound call flow is the best I've ever had to use for a dialer/contact center solution. What do you dislike? There is a learning curve to becoming an administrator. There are several settings you have to configure manually aka sit-and-click but that's infrequent since you're not really going to have to constantly build something brand new. What problems are you solving with the product? What benefits have you realized? ...

Good system

What do you like best? I love using the contact history report which allows my team to view the call metadata and listen to the call recording right from the system. What do you dislike? I can sometimes be hard to download reports based off dispositions that are formatted in a consumable manner. Recommendations to others considering the product: I would recommend it. What problems are you solving with the product? What benefits have you realized? We are able to easily ...

Highly custom solution

What do you like best? A great variety of customization - reports, studio to name a few. Able to tie in with just about any application that has API. Reliable uptime. What do you dislike? Tier 1 customer support is hit or miss. Account TAM may not be anywhere near your timezone which makes scheduling meetings difficult. Studio can be overwhelming if you're not familiar with programming and orchestration. Recommendations to others considering the product: Also do a PoC. Compare ...

Reliable Uptime

What do you like best? I like the lack of downtime when making calls. What do you dislike? I do not like the Bulky-ness between windows as an Admin. Recommendations to others considering the product: Lots of bells and whistles; focus on what you need first and expand from there. What problems are you solving with the product? What benefits have you realized? The ability to make calls is easy and clean. Effective outrech to customers.

NICE In-Contact User

PROS & CONS What are the best aspects of this product? This product was choosen due to it's scalbility. Once purchased we found a stable platform, our service deliver SLAs were restored, real-time visability (which we did not have prior), and an excellent call back feature. The WFM tool is simple yet the results are spot on. What aspects are problematic or could work better? We sometimes struggle on troubleshooting any problems that we come across. It can be frustrating to open up a ...

Great overall service with rarely any…

Great overall service with rarely any tech issues.

NICE inContact started off great BUT…

NICE inContact started off great and had nice and helpful staff, but it started to crumble. We were sold things that after testing and implementation found that it didn't work and wouldn't work for us from the beginning. We also had multiple connection errors, but we worked through it all. We had to have MULTIPLE and lengthy calls with the company, me and my companies finance team just to correct the bills that were incorrect and to get credits for what we were sold and wouldn't work in our ...

(Account Number#4595241 / Agent ID:6886357) I have used InContact at my job for the past 2 year

What do you like best? I really enjoy the clean modern design of both MAX and Thin agent (Max has a more clean modern design) It's very user friendly and simple to understand. Navigating the application is smooth/seamless and never confuses me The option to have multiple "Unavailable Options" What do you dislike? I disliked that you removed Thin Agent. Thin Agent was more simple and you could customize your InContact page to show everything it needed in one place The application ...

Simple reporting suite

What do you like best? The reporting suite is very simple to use What do you dislike? Level of granularity in reporting isnt enough Recommendations to others considering the product: know what you want What problems are you solving with the product? What benefits have you realized? Working out our Average handling time, we can also now see our handled without transfers